Cookies time! 🍪

We use cookies in order to improve our website and to offer you a better experience. You can also consult our Cookie policy.

Scaleway Support plans

Choose the support level that best suits your business needs.

Technical support

Our proactive Support team is composed of technical experts and solutions architects, who are ready to assist you with any technical issues you may have and to ensure that your infrastructure is always up and running.

Short response time

For your mission-critical, time-sensitive problems, nothing beats our 24/7 Live Chat support with an average response time of under 20 minutes. Starting from the Bronze plan, your requests benefit from priority handling.

24/7 Support

Enjoy peace of mind with our 24/7 support. Explore our product FAQ, technical & API documentation and connect with the Scaleway teams. There will always be someone there to guide you.

Our four support levels

Basic

Included

  • Recommended for early testing and development
  • General guidance

Bronze

  • Recommended for non-critical infrastructure
  • Guaranteed response time to requests
  • Access to our hotline
  • General guidance

Silver

  • Recommended for production infrastructures
  • Priority management of requests
  • 24/7 access to our hotline
  • Dedicated assistance

Gold

  • Recommended for critical production infrastructures
  • Priority management of requests
  • 24/7 access to our hotline
  • Technical and support follow-up commitments
  • Dedicated and tailored assistance

Guarantees and prices

ServiceBasic Bronze Silver Gold
Live Chat24/724/724/724/7
Tickets24/724/724/724/7
Hotline-From 9am to 6pm24/724/7
Dedicated assistance--Technical Account ManagerTechnical Account Manager + Exclusive 2 hour monthly session with a cloud solution architect
Guaranteed response time-≤ 12 hours≤ 20 minTailor-made, contact us
Monthly priceIncluded€9.99 excl. tax€59 excl. taxFrom €499 excl. tax

Frequently asked questions

You can check your support level on the account management page within the Scaleway console. The Basic support plan is included for all Scaleway Elements customers automatically.

You can change your support level on your account management page via the Scaleway console.

Our assistance team can assist you in English and French.

You can create and track your support tickets from the Scaleway console.

To report abuse or suspicion of abuse from our network, please open a new abuse report via abuse.scaleway.com. If possible, feel free to include your logs.